Service Desk Analyst

Responsibilities

• Handle inbound support calls and troubleshoot technical issues.
• Provide L1 support for Windows/macOS, Microsoft 365, Active Directory, VPN, and enterprise applications.
• Manage and document incidents using ticketing tools such as ServiceNow, Jira, or Zendesk.
• Resolve user issues on first contact whenever possible and escalation of complex cases when needed.
• Follow up on open tickets and ensure SLA compliance.
• Communicate technical solutions clearly to non-technical users.

Qualifications

• 1–3 years of experience in a Service Desk, Help Desk, Technical Support, or Call Center environment.
• Experience supporting Windows, macOS, Microsoft 365, Active Directory, and VPN connectivity.
• Familiarity with ITSM/ticketing tools (ServiceNow, Jira, Zendesk, etc.).
• Basic knowledge of networking concepts (TCP/IP, DNS, Wi‑Fi, VPN).
• Strong communic...